דרושים Sr Director Technical Support ב-Palo Alto ב-United Kingdom, London

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Career

You will work firsthand with our valued customers to address their complex post–sales concerns where analysis of situations or data requires an in–depth evaluation of many factors. You're a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You'll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non–technical and technical professionals.

You will regularly participate in technical discussions with multi–functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure - which means you'll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).

Your Impact

• Provide dedicated Technical Support for Prisma Cloud, ensuring service excellence in line with the statement of work and industry best practices
• Respond to user-reported issues within defined SLAs, ensuring high customer satisfaction
• Triage and resolve technical issues via ticketing systems, phone, and remote sessions
• Troubleshoot complex problems at both the application and operating system levels using deep technical knowledge and collaboration with internal teams
• Identify root causes (code, configuration, or environment), and work with engineering and product teams to deliver permanent solutions
• Share insights from customer interactions to improve our product and support experience
• Document troubleshooting steps and resolutions clearly for both internal and customer use
• Lead root cause analysis and coordinate corrective actions to prevent recurrence

Due to the nature of this role and the customers we support, candidates must either:

• Have lived in the UK for the last 5 consecutive years, or
• Hold British Citizenship
• This is essential to obtain UK Security Clearance and is a strict hiring requirement.
• Demonstrated ability to troubleshoot and resolve complex issues across varied environments, independently and effectively
• Experience with cloud-native technologies: Kubernetes, Docker, Linux, AWS, Azure, GCP, CI/CD, Terraform, Ansible, Serverless, and container registries
• In-depth understanding of public cloud platforms and deployment best practices
• Strong knowledge of network protocols (TCP/IP) and security practices (IPSec, SSL-VPN, NAT, GRE)
• Hands-on experience with cloud infrastructure operations and troubleshooting customer tech stacks.
• Familiarity with SIEM tools, vulnerability management, malware analysis, and firewall configurations
• Ability to communicate complex technical solutions to a wide range of audiences, both technical and non-technical
• Skilled in Python, JSON, YAML, Bash, or other relevant scripting languages
• 3–5 years of experience in Technical Support, or similar hands-on roles
• Bachelor’s/Master’s degree in a technical field or equivalent practical/military experience

You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

All your information will be kept confidential according to EEO guidelines.

Job Summary

The EMEA Recruitment Business Partner will be part of a team responsible for driving recruiting efforts across EMEA. This position encompasses all stages of the hiring process – from partnering with business leaders on position strategy and candidate requirements, developing sourcing strategies to target and assess top talent, and negotiating/closing offers.

Key Responsibilities

• Collaborate with HR Business Partners, functional business leaders, and customer organizations to understand skill requirements, background, and experience needed to develop a comprehensive recruitment strategy to meet demand plan
• Ensure the implementation and execution of the recruitment function (sourcing, screening, submitting, interviewing and closing) of candidates that meet or exceed hiring targets
• You will be responsible for establishing, cultivating and maintaining solid working relationships with internal partners (hiring managers, external relationships & other internal recruiting partners)
• Maintain in-depth and up-to-date knowledge of top talent, companies, competitive industries and trends
• Possess razor-sharp instincts and know how to measure talent through professional qualitative and quantitative metrics
• You are charged with building a pipeline of top talent, and skillfully covert passive candidates
• Develop relevant candidate analysis/assessments when presenting candidate slates
• Develop scrupulous research, industry calibration, and reference checking
• You will craft, justify and negotiate offers (compensation, benefits, relocation, etc.)

Required Qualifications

• Previous full-cycle internal recruiting experience at an enterprise technology company, or a similar high growth environment, with direct experience of sourcing and managing sales professionals through the recruitment process
• Superb client management, organizational, negotiation and presentation skills
• Strong influencing skills, consultative with the composure to handle high volume
• Be a professional, accountable, high energy and collaborative teammate, yet the ability to work independently
• Be a self-starter and resourceful with the ability to navigate through the complexity
• Possesses high competencies in thinking strategically in as well as communication/interpersonal skills
• Solid knowledge of corporate business operations and the ability to translate business needs into recruitment strategies and actions
• Demonstrable ability to successfully prioritize and manage a large and diverse requisition load in a dynamic, constantly changing work environment
• Excellent candidate assessment skills with knowledge of fundamental behavioral interviewing. Knowledge of CBI (Competency Based Interviewing) is ideal
• Fluency in an additional language is desirable

All your information will be kept confidential according to EEO guidelines.

As a member of our sales leadership team, you will build and drive sales teams to exceed company objectives while growing your region according to plan. You’ll be responsible for building a high-performance sales culture that delivers results in bookings, sales development, and forecast accuracy while simultaneously mentoring and developing your team members to accomplish individual and organizational goals. It will be required that you track sales activity, provide sales projects, and create and analyze metrics.

Key Responsibilities

• Responsible for building and developing a team of quota carrying and lead generation sales professionals
• Own and drive revenue outcomes within the assigned region, territories, and/or district, exceeding personal and team sales quotas and goals
• Review weekly forecast and business outcomes with representatives and sales leaders
• Coach, develop, and mentor representatives to success in all aspects of the sales cycle: lead generation, qualification, forecasting, and closing opportunities, while using our channel/partner network
• Build sales analysis for insight into weekly, monthly and quarterly execution and strategies
• Attend weekly regional forecast and management calls to provide Inside Sales perspective
• Work closely with other Sales Leaders on crafting business strategy to accomplish company goals
• Required to stay knowledgeable and up-to-date on product roadmap, industry changes, and competitive landscapes

Required Qualifications

• Sales experience and management experience: preferably experience handling both quotas carrying and lead generation inside sales teams
• Enterprise sales experience required: networking or network security industries strongly preferred
• Experience with channel and partner sales models
• Consistently achieved sales goals through your leadership and personal goals
• Able to learn new technology quickly, as well as adapt to changing needs
• Hired, developed and retained successful sales talent
• Deep understanding of enterprise sales methodology that you can translate and coach others in
• Built strong cross-functional relationships across clients, partners, and internal teams
• Previous practice in Salesforce.com
• 25% quarterly travel within region

All your information will be kept confidential according to EEO guidelines.

*This role can be based in London / Munich / Paris or Madrid

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Impact

We are looking for a proven first-line sales leader with great energy, leadership, and initiative to drive team performance and revenue growth for our sales team. This role will entail:

• Develop and execute targeted sales and go-to-market (GTM) strategies focused on pipeline generation, technically winning, and closing new customers for Palo Alto Networks Next Generation Software Firewall solutions (VM Series, Cloud Firewall, and AIRS solutions)

• Collaborate with cross-functional teams including your extended sales teams, GTM, product, marketing, and channel to align Sales Plays to targeted customers in your sales territory within the EMEA region.

• Execute Next Generation/Software Firewall sales plays to build software firewall pipeline in your region in collaboration with your extended sales teams.

• Collaborate with your extended Palo Alto Networks sales teams to identify, conduct discovery, and qualify new Software Firewall opportunities with customers.

• Work with the technical solutions team to technically validate and win Software Firewall opportunities with customers.

• Serve as a trusted advisor to strategic customers and partners, driving consultative sales cycles from initial engagement to close as needed

• Identify and understand customer requirements and articulate the value proposition of Palo Alto Networks’ AI security and Software and Cloud Firewall offerings and use cases to meet those requirements.

• Evangelize the importance and value of securing AI across industry events, executive briefings, and thought leadership opportunities

• Track and report performance metrics, pipeline health, and market insights to support forecasting and strategy refinement in your area.

• Build close partnerships with the sales team and cloud service providers in the Region to identify new opportunities and close business.

Your Experience

• 8+ years of experience in a sales or sales specialist role in the cybersecurity, cloud, or AI space and 2 years of sales management experience preferred

• Understanding of AI technologies, including generative AI tools, machine learning, and large language models (LLMs)

• Strong grasp of firewall fundamentals, including the ability to discuss how modern software firewalls help customers secure traffic in the cloud, prevent advanced threats from spreading across their network, gain visibility and control over applications, and enable a secure hybrid workforce.

• Deep understanding of cybersecurity fundamentals, including data security, network security, and cloud security

• Demonstrated ability to lead complex sales engagements

• Extensive experience cloud platforms such as AWS, Azure, or GCP

• Excellent interpersonal, communication, and presentation skills, with the ability to influence senior stakeholders

• Self-starter who thrives in a fast-paced, collaborative environment with minimal direction

• Bachelor’s degree in business, computer science, engineering, or a related field; advanced degrees a plus

• Experience selling to CISOs, CIOs, and data science/security teams

• Experience working in a high-growth or scale-up environment

• Background in working with or through VARs, cloud marketplaces, or CSP partnerships

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Career

The Principal, Technical Program Management is a senior-level role dedicated to supporting and leading large, complex consulting engagements and security transformation programs across the EMEA region. This individual reports directly to the VP for Unit 42 in EMEA and partners with Unit 42 leadership to drive high-stakes client and internal programs. The role focuses on ensuring successful execution of all Digital Forensics and Incident Response (DFIR) and Proactive Services engagements. This position serves as the VP's core strategic partner, translating executive vision into actionable program execution and ensuring the operational excellence of the EMEA consulting practice.

Your Impact

This role serves as the central driver for program delivery and client satisfaction, ensuring the successful execution and strategic maturity of client cybersecurity initiatives.

Strategic Operations & Practice Management

• Serve as a key advisor to the VP, helping to develop, cascade, and track the Unit’s annual strategic plans.

• Drive the "rhythm of the business" for the EMEA leadership team, including the planning and execution of QBRs, partner meetings, and executive offsites.

• Analyze practice performance dashboards (utilization, realization, project profitability, pipeline) to identify operational bottlenecks and drive efficiency.

• Lead cross-functional "special projects" on behalf of the VP (e.g., new market entry, internal transformation, service offering development).

Program Leadership & Client Transformation

• Lead large and complex security transformation and cyber uplift programs for clients, including managing strategic maturity roadmaps and supporting cyber security strategies.

• Elevate program management to a portfolio level, ensuring consistency and quality across the region.

• Serve as the program management expert, aligning execution with best practices across a multi-project portfolio.

• Manage all projects effectively by defining goals based on Statements of Work (SOWs) while ensuring alignment with internal margin and profitability targets.

• Drive outcomes by leading GCO programs and supporting DFIR/Proactive engagements.

• Proactively manage risk and scope: Recognize organizational or system-wide risks and create comprehensive program risk management plans. Drive scope-versus-schedule/budget discussions to conclusion.

• Rally the team to quick and effective outcomes and demonstrate expertise in leading high-pressure situations, including operating/leading war-rooms.

• Partner with Engagement Leads to ensure projects adhere to budget/time frame guidelines and to increase client satisfaction and deepen relationships.

Strategic Consulting & Stakeholder Management

• Operate at technical, CxO, and board levels, acting as a trusted advisor to clients with considerable cybersecurity and security transformation experience across EMEA.

• Prepare high-stakes presentations, briefing documents, and financial models for customer events, and internal leadership reviews.

• Possess the necessary consulting, program, and change management skills to gain credibility and trust with complex stakeholders.

• Effectively articulate market themes driving client transformation, including the legal/regulatory landscape, budgetary concerns (TCO/ROSI), 3rd party risk, and the evolving threat landscape.

• Develop strong partnerships with internal and external stakeholders and cross-organizational leaders to achieve mutually successful results.

• Guide technical team members, ensure task execution, and maintain a strong understanding of Unit 42 skill sets to assist leadership with staffing needs.

• Understand threat-led, data-driven consulting and possess sufficient technology and cybersecurity experience to be able to learn our products and services.

Your Experience

• 10+ years of professional experience with a blend of external client delivery and internal business operations.

• Specialization in one or more of the following: transformative IT, Cybersecurity, Digital Forensics, Incident Response, or Management Consulting Operations.

• Demonstrated experience supporting senior executives in a Portfolio Management, Strategy, or Practice Operations capacity.

• Strong business acumen: Deep understanding of professional services P&L, sales cycles, and resource management economics.

• Bachelor’s degree in MIS, Cybersecurity, Computer Science or a related field, or equivalent work/military experience.

• Proven ability to lead multiple large-scale projects, creating plans, ensuring on-time execution, and managing documentation.

• Exceptional ability to synthesize complex information into clear, actionable insights for executive leadership (strong presentation development and spreadsheet skills required).

• Demonstrated ability to work autonomously, prioritize projects, solve problems requiring meticulous attention to detail, and communicate effectively with stakeholders at all levels.

• Ability to maintain confidentiality, communicate effectively in both verbal and written form, and be flexible to work nights, weekends, and holidays as needed.

Preferred Qualifications

• 10+ years experience delivering a wide range of cybersecurity consulting services..

• Previous direct client/customer consulting experience.

• Strong proficiencies with Google Suite, Asana, and Clarizen.

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

Role Overview

• The Unit 42 Malware team is a global team responsible for providing accurate malware analysis, threat hunting capabilities, and the development of malware automation pipelines. This role is designed for an experienced Reverse Engineer with familiarity specifically supporting consulting operations and threat intelligence. The role has flexible hours, but will have an on-call component that includes a commitment to shared coverage of high-priority tickets that may arrive between Friday through Sunday.

Required Skills

• Advanced knowledge with at least one disassembler (e.g. IDA Pro, Ghidra, Binary Ninja).

• Expertise with user-mode and kernel-mode debuggers (e.g. x64dbg, WinDbg, gdb).

• Developing and scaling reverse engineering automations (e.g. IDAPython, Ghidra Python, Docker).

• Deep understanding of modern malware techniques, including obfuscation and evasion tactics.

• Understanding of x86/x64 architecture and IL formats (e.g. .NET).

• Proficiency in at least one programming language (e.g. Python, C, C++).

• Knowledge of networking protocols (e.g. HTTP, DNS, TCP/IP) and analyzing traffic.

• Experience configuring sandboxes to increase hit-rate and accelerate analysis.

• Familiarity with prompt engineering and using LLMs to accelerate analysis.

• Advanced understanding of modern Windows internals relevant to malware analysis.

• Experience transforming/modifying malware to support analysis (e.g. deobfuscation).

• Familiarity with script deobfuscation and analysis (e.g. PowerShell, JavaScript)

Preferred Skills

• Proven track record of contributing to threat research initiatives

• Designing and building next-generation hunt tooling

What we Offer

• Hands-on experience with real-world malware and threats.

• Access to industry-leading tools and infrastructure.

• Opportunity to work on impactful projects that contribute to threat intelligence.

• A collaborative and supportive team environment.

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

Team Leadership & Development:

• Manage and mentor a team of Service Delivery Leaders and Customer Success Managers
• Foster team cohesiveness, focusing on employee morale and development initiatives to promote internal retention
• Set team goals aligned with overall organizational objectives, and provide regular performance feedback to direct reports
• Build a growth mindset-oriented culture that promotes diversity, continuous improvement, a sense of urgency, and customer outcomes
• Inspire and attract top talent to your team

Account Health Management & Customer Outcomes:

• Lead the Account Health Team to drive customer engagement and excellence for top-tier customers in the region
• Act as a single accountable post-sales leader for customer outcomes, partner execution, and day-to-day post-sales execution and operations in your geography
• Accountable for executive engagement, account health, and risk mitigation
• Oversee customer planning, deployment, account-level reviews, and escalations
• Maintain executive relationships and act as an escalation point to ensure stakeholder alignment and provide proactive, prescriptive advice for outstanding Customer Success
• Handle all escalations, executive engagement, and at-risk account interventions
• Drive success metrics and Key Performance Indicators (KPIs) to effectively manage Customer Account Health Managers and their teams
• Track and report on customer success metrics, including net promoter score, customer satisfaction, service level agreements, and value realization

Cross-Functional Collaboration & Business Leadership:

• Lead the communication channel into the business, manage business change, and drive process improvements
• Partner with Sales teams to develop success plans, assess customer health, identify expansion opportunities, and ensure renewals
• Engage with Professional Services for implementations and extended expertise deployments
• Partner with Sales and Product field leaders to drive adoption and retention
• Engage and coordinate customer delivery across Palo Alto Networks teams, including Product Management, Engineering, and Support
• Build strong cross-functional interlocks and operating cadences with Sales, Product, and Technical Consulting teams in your area
• Ensure consistent application of global playbooks per product
• Provide field feedback and interlock with Product/Engineering
• Align with Support, which is globally owned but locally deployed

Your Experience

• 10+ years of professional experience in a high-growth SaaS/Cloud Enterprise Organization or similar, including at least 5+ years in a leadership capacity
• Demonstrated experience leading global direct/indirect teams of 10+ in customer success, professional services, and/or support organizations
• Proven track record of managing quantified metrics and execution programs to deliver exceptional results and customer satisfaction
• Extensive customer-facing experience in senior roles, including the ability to effectively communicate and influence C-level executives and various levels of technical and non-technical depth within client teams
• Expertise in managing customer escalations, balancing customer expectations, and negotiating successful resolutions
• Experience leading teams to deliver large technology programs to strategic customers, with expertise in 2+ of the following areas: Network Security, Cloud Security, Product Development, Security Operations, or DevSecOps
• Proven ability to work effectively in a highly matrixed and fast-growing organization, building strong working relationships across multiple functions and mediating conflict
• A strategic mindset with P&L/Run the Business experience, capable of scaling operations, and strong operational, analytical, and problem-solving skills with a track record of driving transformational improvements
• Thought leadership and the ability to anticipate and quickly adapt to changing customer and company needs
• Proven ability to develop customer relationships, understand their businesses, and develop a shared vision for accelerating their business success
• STEM Bachelor’s Degree required or equivalent experience; Master’s degree preferred
• Client-focused program management expertise preferred
• Skilled in customer success software (e.g., Gainsight, Salesforce, Smartsheet, Clarizen, Jira) preferred
• Travel: Open to occasional travel according to the need for strategic customer engagement and on-sites, with a potential for up to 30% travel
• Fluent English. Any additional European language will be a plus

You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus on providing the best customer support in the industry.

All your information will be kept confidential according to EEO guidelines.